Harvey Norman Singapore & Malaysia managing director Bernice Kwok —YAP CHEE HONG/The Star
PETALING JAYA: Artificial Intelligence (AI) continues to play a crucial role across Harvey Norman Malaysia’s operations, be it in enhancing its product range or creating smarter shopping experiences.
Harvey Norman Singapore and Malaysia managing director Bernice Kwok said there is a growing demand for AI-driven technology and smart home solutions, as consumers increasingly seek products that provide greater convenience, efficiency and personalisation.
“One significant trend is the rise of AI-integrated devices, such as AI personal computers (PC) and AI-driven phones. These technologies are transforming how people interact with their devices, providing more intuitive and personalised user experiences,” she told StarBiz.
Already, the Australian retailer has begun to incorporate AI-driven solutions into its product offerings, including the NextGen AI laptops, which are designed to provide smarter and more efficient computing experiences.
Under that initiative, the group also stationed NextGen AI experts across its stores at designated NextGen AI PC Zones to provide comprehensive support for its customers. These experts are trained to understand the capabilities of AI on laptops, solve customers’ pain points and help them make informed decisions.
Further, Kwok said there is increasing popularity for smart home appliances as consumers look for ways to make their homes more connected and efficient.
“To meet this demand, we are exploring a range of smart home appliances that leverage AI for better efficiency and convenience. These include AI-based home automation systems and smart appliances that can adapt to user preferences and optimise their performance,” she said.
Going forward, Kwok highlighted that Harvey Norman’s goal is to expand its capabilities in these areas by introducing more AI-powered devices and tools to cater to its customers’ evolving needs.
This includes advancements in AI-based home automation, smart appliances and enhanced in-store experiences, ensuring that the group remains at the forefront of the technological landscape.
“We are dedicated to keeping our customers informed and equipped with the latest innovations, with AI playing a crucial role in this journey.
“Whether it is enhancing our product range or creating smarter shopping experiences, AI remains a top priority as we look to the future,” Kwok said.
In terms of store expansion, Kwok said the company remains committed to its goal of expanding its store count to 80 in Malaysia. Currently, Harvey Norman has stores across Kuala Lumpur, Selangor, Pahang, Perak, Kelantan, Penang, Johor, Sabah and Sarawak.
“We have plans to expand our footprint across Malaysia, adding to our existing 37 stores nationwide and our upcoming new store in Sarawak.
“This expansion plan is driven by our desire to make Harvey Norman accessible across all regions in Malaysia, ensuring that customers from every corner of the country can experience the convenience and value of shopping with us,” Kwok said.
She added the brand has continuously evolved to meet the needs of its customers while staying true to its core values of accessibility, convenience and quality.
A key example of this evolution is the strategic relocation of its flagship store from Ikano Power Centre to Mid Valley Megamall, which reflects the company’s commitment to position itself in high-traffic, easily accessible locations.
“This move, along with our broader store selection strategy, ensures that our outlets are spread across a wide range of areas, making it convenient for consumers to visit us and experience our offerings firsthand.”
In order to ensure that its product offerings continue to align with local preferences, Harvey Norman also works closely with local teams and partners to select and retain products that resonate with the local market.
In Malaysia, for instance, Kwok pointed out that there has been a growing demand for adaptable spaces that cater to remote work.
“To address this, Harvey Norman offers furniture with dual functionality, such as desks that double as dining tables or sofas with hidden storage and pull-out beds.
“These products help maximise space in compact homes, aligning with the needs of modern urban living,” she said.
Beyond that, Harvey Norman’s ability to stay ahead of the competition lies in its comprehensive product range and integrated shopping experience.
“We distinguish ourselves as a one-stop destination for all home and lifestyle needs. We offer a comprehensive range of products including furniture, bedding, home appliances, and electronics, all under one roof,” Kwok said.
In particular, the group employs price-crawling software to monitor the market and ensure that it always offers the best prices.
Harvey Norman’s “Shop with Confidence” policy offers customers a 14-day exchange policy, price guarantees, item reservations, same-day delivery options, and installation and disposal services.
“Additionally, there are also flexible payment options – including installment plans up to 48 months, with no credit card required – which cater to the diverse financial needs of customers,” Kwok said.
